At Augustine Law, we strive to provide excellent service to all our clients. However, should you be dissatisfied with our service in any way please do not hesitate to bring it to our attention in the first instance. This will assist us in resolving any concern that you may have and improve our standard of service.

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If your concerns remain unresolved and you would like to make a formal complaint, you can do so by contacting us on the telephone on the “Contact Us” section on our website or send an email to: enquiries@augustinelaw.co.uk or info@augustinelaw.co.uk and provide the details of your complaint. Alternatively, you can put your complaint in writing to:

 

Irene Abraham

Augustine Law

PO Box 80982

London

SE2 8DZ

Upon receipt of your complaint, we will send you an acknowledgement with a copy of our complaints handling policy, and formally investigate your complaint. We will write to you with the outcome of your complaint within the timescales provided in the complaints policy.

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Please note that once our internal complaints procedures have been completed and you are unhappy with the outcome and or suggested resolution of your complaint, you can escalate your complaint to the Legal Ombudsman and the Solicitors Regulation Authority. The details of both organisations and how to make a complaint are provided below.

Legal Ombudsman

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You can then refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, and they can investigate your complaint regarding the legal service you received from us.

Prior to accepting your complaint for investigation, the Legal Ombudsman would need to be satisfied that you have made efforts to resolve your complaint with us,. If you have exhausted our internal complaints procedure, you are able to lodge your complaint with the Legal Ombudsman namely:

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• Within six months of receiving a final response to your complaint.

• No more than 1 year from the act/omission that lead to the complaint. Or;

• No more than 1 year from when you should reasonably have known there was cause for complaint.

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You can also contact the Legal Ombudsman directly on:

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Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

The Legal Ombudsman address for correspondence is:

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Augustine Law is regulated by The Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concerned about our behaviour such as dishonesty or fraud. You can raise your concerns with the Solicitors Regulation Authority at www..sra.org.uk/report, where you can download and complete the report form and email to the SRA at: report@sra.org.uk or post to:

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Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN